Complaints

This profile includes complaints for VillageMD's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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VillageMD has 128 locations, listed below.

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  VillageMD

  433 W Van Buren St Ste 510S Chicago, IL 60607-5058

  
• 

  East Side Urgent Care

  1195 N Main St Providence, RI 02904

• 

  Brookside Medical Associates

  106 Nate Whipple Hwy Ste 101 Cumberland, RI 02864

• 

  Lincoln Primary Care

  2 Wake Robin Rd Ste 103 Lincoln, RI 02865

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  Greenwich Bay Medical Center

  4300 Post Rd Warwick, RI 02818

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was billed for lab testing and the physical after I was reassured multiple times by the staff that it would be covered. I also waited an hour to be seen and there were several difficulties with checking in.

  

  Business Response

  Date: 03/23/2023

  Hi and thank you for reaching out. We have escalated your complaint to our billing team in hopes of a positive resolution. Please be on the lookout for a call or email. Thanks again. 

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a doctors appointment scheduled for March 15 at 11 AM with ************. She not only arrive 30 minutes late was very unprofessional and argumentative. She did nothing during the visit and then proceeded to argue with me about how she felt her time was wasted I followed up with the office manager, just for them to be unprofessional and refuse my refund

  

  Business Response

  Date: 03/16/2023

  Thank you for your feedback. We have escalated your complaint to our team. Please look out for a phone call or email in the coming days. Thanks again. 

• Initial Complaint

  Date:03/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business keeps inaccurate records that could be detrimental to the patient. The upload demonstrates a screening question directly from the tablet provided by village medical, as well as the inaccurate misleading record produced as a result of answering that question. Additionally, when going for a routine annual screening, the doctor initiated a conversation about my health history, specifically menstruation and vitamin d deficiency, and then billed me for those. I did not initiate these conversations. Lastly, my record indicated there was discussion about obesity and a healthy diet ( there was not), as well as a depression screening (there was not). The same situation arose when my husband went 2 weeks prior- he was billed for vitamin d screening and b12, topics which he did not initiate nor request to be screened for. The inconsistencies in medical record keeping is alarming and could have impacts as I try to apply for additional life insurance through my employer .

  

  Business Response

  Date: 03/14/2023

  Thank you for your feedback, **************. We have escalated your complaint to our billing team in hopes of a positive resolution. Thank you. 

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an appointment for my grandmother, **********************************************, who has been a long time patient of one of your locations. I made an appointment for her to see the provider ***************** at your ********************** location on Saturday, February 18th for 2:45PM. My grandmother has had an ear ache for 4 days and I wasnt able to get an appointment with her primary care doctor which is why I made it with *********************. When I called to make the appointment the operator said the provider did accept traditional ******** and Amerigroup. Once my uncle and grandmother arrived to the appointment they were told that the provider didnt accept those insurance. If that is the case, why did the operator say that the doctor did accept it, and secondly why didnt the office give a call to let us know she didnt accept it? It is completely unprofessional to not call as a courtesy to let a person know not to waste their time in going to this appointment. This has delayed my grandmother from getting the medical attention she needs as it was the weekend and the business day was almost ending for most providers. I then called VillageMD and spoke to a person who handled customer complaints and she was able to get my grandmother a virtual visit with a doctor. She also confirmed that the information on her end showed that ***************** does accept traditional ******** and Amerigroup and that she wasnt sure why the office staff turned my grandmother away. Your staff needs to be retrained on how to look up insurance as well as learn to call a patient and let them know if the provider doesnt accept the insurance.

  

  Business Response

  Date: 02/21/2023

  Hi ******* - thanks for reaching out. We have escalated your complaint to our clinical team, as well as our call center team for learning purposes. We appreciate your feedback as it is our goal to serve our patients with excellence. Thanks again. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19430274
  
  I am rejecting this response because:this is a generic response and shows no concern at all for the situation you put us through. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/21/2023

  We appreciate your feedback, *******. Your complaint is with our patient relations team who will be reaching out to you. Please be on the lookout for a call or email. Thanks again.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19430274
  
  I am rejecting this response because: no one has contacted me on why the office staff lied and said they didnt accept my grandmothers insurance and then when you scheduled a virtual visit which was supposed to be with a different provider ended up being with the same provider that rejected our in office visit. Miraculously within an hour she was back to accepting my grandmothers insurance. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/20/23, I went to see the doctor. Saw a nurse practitioner which couldnt help much because they could not get my previous record. I needed my Xanax and ambien Rx and thats all she could give me an Rx. Scheduled back on 5/9/22 and doctor just as confused and got charged a physical which my insurance pays for all of it. Never received a statement until I received a call from a collection agency, They had my address wrong and thats the reason I never received a statement. Now the collection agency wants to get paid. I received an itemized statement from the collection agency but it doesnt make sense.

  

  Business Response

  Date: 02/21/2023

  Hi *******, thanks for reaching gout. we have escalated your complaint to our billing team in hopes for a positive resolution. Thanks again for reaching out.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19429081
  
  I am rejecting this response because: They just say they will review. They made a mistake by changing my address now Im in a collection agency. Need to clarify clearly what I owe and not services charges or interest because of their mistake.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/21/2023

  Thank you for the additional information, *******. Your complaint is with our billing team who will be reaching out to you. Please be on the lookout for a call or email. Thanks again.

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19429081
  
  I am rejecting this response because: I havent heard anything from them as of 2/23/23.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/24/2023

  Thank you for the update, *******. We have reached out to the billing team. Please be on the lookout for a call or email from a team member. Thanks again. 

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a formal complaint against ****** which is a subsidiary of Village MD. The *********************** facility, address: ************************************************************************ has employees who make it exceedingly difficult for members of the public to gain access to preventive care. The employees are rude, unprofessional, negligent ( a security guard named **** once blocked a female person from exiting the facility against her will) and do not adhere to ******** patients Bill of rights, they (namely employee ***************************** has openly lied about the availability of health care resources in order to impede members of the public she devalues. This is a form of discrimination and more so it falls short of CityMDs mission which is CityMD mission is to serve its communities by providing an exceptional experience through high quality medical care and convenient access. The companys unwavering commitment to treating everyone with respect and genuine kindness, while offering exceptional services. Employees *****************************, **** (refused to provide last name) and **** (refused to provide last name) have done the opposite of CityMDs mission. When informed of this the office manager ********************* did nothing to address or rectify the issue. In fact preventive care supplements were removed from the front desk once a verbal complaint was made. I am requesting Corporate to address the issue (fix the issue) and reprimand those involved.

  

  Business Response

  Date: 02/21/2023

  Thank you for your feedback. We have escalated your issue to the appropriate teams in hope for a positive resolution. Thanks again. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19427039
  
  I am rejecting this response because: l would like to know what action has been taken. There has been no follow up and I have not been contacted by anyone from VillageMD.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/23/2023

  Thanks for the update. We have reached out to our team, and they will be contacting you via email. Thanks again. 

• Initial Complaint

  Date:02/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVOID THIS PLACE! SHADY BUSINESS PRACTICES!!!I came in for a physical exam. I do not have insurance and was told I am required to pay the full amount upfront, $120 for an office visit. No problem.SURPRISE ****! 2 weeks later I receive an email notification stating that my card, THAT I WAS REQUIRED TO PUT ON FILE, is set to be charged an amount of $125.00!Now after calling customer service Im waiting to hear back on a claim status. NP *********************** performed a physical exam. $120.2 weeks later they are claiming to have provided me preventative care costing an additional $125. Weird considering I only came in for one office visit and paid upfront for that service.This was never discussed with me or mentioned at all. I was told I am paying the full amount upfront and now Im being billed for services not performed. Ridiculous to take advantage of people who arent in the best situation. AVOID THESE MEDICAL SCUM.

  

  Business Response

  Date: 02/09/2023

  Thank you for your feedback, ****************. We have escalated your concerns to our billing team in hopes for a positive resolution. Thanks again.

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/21/22 I was seen at Village Medical for an employee physical. I was quoted this charge would be $120. I asked to pay for it in cash as my insurance company did not pay for wellness check **** I did not want to become a patient of Village Medical, only needed an employee physical that did not involve any test, only a verification that I did not have any communicable diseases. After the exam, the receptionist told me that my insurance should cover this visit and asked if she could submit the charge. I agreed. They charged my insurance company $315.00 and they ************** care) denied all but $8. Guess who now has to pay $307? Me. I tried to resolve this with the main billing for this office but was unsuccessful. I also tried to resolve this at this office. I did pay $120 on 1/27/23.

  

  Business Response

  Date: 02/07/2023

  Village Medical is its own entity and only located in Walgreens Pharmacies. Any questions, concerns, or issues must be directed to Village Medical.

  

  Business Response

  Date: 03/10/2023

  Thank you for your feedback, ******. We have escalated your complaint to our billing team in hopes of a positive resolution. Please be on the lookout for a call or email from a team member. Thanks. 

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint relates to Village Medical services dated 8/10/22 and 9/9/22. The complaints include 1) failure of the clinic and provider to check available medical records for a prior initial ******** wellness exam, then repeat the same exam in less than 1 year which was not going to be covered, and 2) failure to communicate excessive out of pocket expense for a shingles vaccine not covered by ******** in 2022. The following communications with the local clinic and billing department have not received any response or resolution:9/9/22 - met with local clinical supervisor 9/20/22 - phone call with local clinical supervisor, referred to customer resolution center 9/20/22 - phone call with customer resolution center, referred to billing department 9/21/22 - sent letter via ************ to billing department; we also paid 1/2 of the disputed amount 12/8/22 - phone call with billing department; informed the account will be put on hold; resent letter to billing department via email as no action had been taken.12/9/22 - automated reply that matter would be addressed in 15 business days 1/7/23 - resent letter via email to billing department as no action had been taken 1/13/22 - phone call with billing department. Account still under review; account still on hold, issue escalated. In the meantime, we have continued to receive billing statements with references to the account going to a collection agency. While we feel we have done everything to resolve this issue and have acted in good faith, Village Medical has done nothing but stonewall our efforts toward a fair resolution.

  

  Business Response

  Date: 01/23/2023

  Thank you for your feedback, ******. We have escalated your feedback to our billing team in hopes for a positive resolution. Thanks again and please be on the lookout for a phone call or email from us. 

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many months ago, I went to Village medical, and when I came in, I paid for the appointment with cash. I wanted to get a physical and had questions regarding nutrition (as I started to work out and wanted to ensure that I am still getting the nutrition I need) and complaints about joint pain. The doctor came in and started talking about how he works out and talked about his meals, but he was not answering any of my specific questions (regarding nutrition, etc.). It was indeed a waste of time. He provided me with some scripts to get blood work done, but I never got the bloodwork done because I couldn't afford it as I currently have no health insurance. A couple of months later, I got a bill through the mail from Village medical saying that I had to pay a specific amount, and the bill also said that I was being charged for a urinalysis, behavior assessment, and apparently "treatment" (what the customer service representative said it was). I never got a urinalysis done, they did not take any specimens from me, and I never fulfilled the blood work, so I'm not sure why I was charged for it. During the visit, my mental health came up as something very minor. I already see a psychiatrist, and I don't need to discuss my mental health with a doctor who won't answer my questions. Yet I'm getting charged for a behavior assessment. I called many times, and they removed those two charges of urinalysis and behavior assessment. But they are not removing the third charge of "treatment." I never received treatment, treatment for what? I'm being charged $120 for treatment I never received, and when I call customer support, they tell me they will have someone call me back within a day or two, but I have not heard back from anyone from the countless times I have called. I refuse to pay for this "treatment," and I'm getting so many calls from Village medical regarding paying the bill, but I should not have to pay it as I paid in the beginning. My partner was there and can be contacted

  

  Business Response

  Date: 01/20/2023

  Thank you for your feedback, *******. We have escalated your complaint to our billing team in hopes for a positive resolution. Thanks again.

  Customer Answer

  Date: 01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I receive another bill or statement I will file once again.
  
  Sincerely,
  
  *************************